Collaboration in Service Recovery: Control, Effort, and Self-Serving Bias

Q3 Business, Management and Accounting

Services Marketing Quarterly Pub Date : 2021-10-13 DOI:10.1080/15332969.2021.1986617

Joohyung Park, Sejin Ha

引用次数: 3

Abstract

ABSTRACT Studies advocate co-creation of service recovery is an effective strategy, enhancing customers’ equity and loyalty. This study examines the impacts of perceived control and effort as the key benefit and the cost associated with the co-creation strategy, in addition to the effect of self-serving bias to explain how co-creation induces a favorable recovery outcome. A scenario-based experiment with 319 U.S. consumers indicates control enhanced with co-creation is a significant benefit, whereas the negative impact of increased effort depends on the recovery outcome. The findings show that a firm recovery is prone to self-serving bias while a co-creation of recovery is not.

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服务恢复中的合作:控制、努力和自我服务偏见

研究主张共同创造服务是提高顾客公平和忠诚度的有效策略。本研究考察了知觉控制和努力作为与共同创造策略相关的关键利益和成本的影响，以及自我服务偏见的影响，以解释共同创造如何诱导有利的恢复结果。对319名美国学生进行了基于场景的实验消费者表示，通过共同创造加强控制是显著的好处，而增加努力的负面影响取决于恢复结果。研究结果表明，坚定的复苏倾向于自我服务偏见，而共同创造的复苏则不会。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Services Marketing Quarterly Business, Management and Accounting-Business, Management and Accounting (miscellaneous)

CiteScore

2.40

自引率

0.00%

发文量

期刊介绍： Services Marketing Quarterly is directed at academicians and practitioners who are involved in the development and application of services marketing concepts to the wide spectrum of industries that constitute the service sector of economies. The journal presents both theoretical and empirical articles including experimental and pilot studies addressing various issues faced by service marketers to enhance the development of the marketing literature in the application of marketing concepts to services. Areas of emphasis include: Service characteristics changes. Servicescape impacts. Service delivery impacts. Services impact on organizational image. Digital service environments and impacts. Evolution of services over time and by industry. Contributions are encouraged which include analysis of existing practice, methods and programs; application of new ideas and methods; and research on various aspects of services marketing. Each manuscript should include the marketing implications of the impact of the findings on services marketing theory and/or practice. Services Marketing Quarterly also welcome proposals for special issues.